Complaints

This profile includes complaints for Duke Energy Carolinas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Duke Energy Carolinas

  9700 David Taylor Dr Charlotte, NC 28262-2363

  
• 

  Duke Energy

  425 Fairforest Way Greenville, SC 29607-4437

• 

  Duke Energy

  461 Winston Rd Jonesville, NC 28642-2243

• 

  Duke Energy

  848 Bypass 72 NW Greenwood, SC 29649-1202

• 

  Duke Energy

  40 W Broad St Ste 690 Greenville, SC 29601-5208

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Duke Energy wants to charge over $600 for a deposit for a new account. i have previously been a customer with **** and made all payments on time and did not have to pay a deposit for that account. They told me the deposit amount is based on the address for the account rather than my credit history. I do not believe this is entirely true.i was then told i could have a guarantor put on the account to waive the deposit, however I have called 3x and my potential guarantor has also called, each time we are given different or conflicting information. I have also attempted to make a complaint with the supervising department and they are refusing to take my call.

  Business Response

  Date: 06/11/2025

  We are sorry for any confusion regarding the $600.00 deposit. A credit check is processed at the time of application to determine if a deposit will be required. All customers, existing or new, may be charged a security deposit to establish service. The deposit amount is based on two times the average bill for the address or the square footage of the structure.

  The customer inquired about a guarantor, to qualify the guarantor must have resided in the state for a minimum of two consecutive years with no more than two delinquent payments in the previous 12 months. Unfortunately,the individual they selected did not meet the requirements due to payment delinquency.

  If the customer would like to use a different guarantor, they are welcome to contact the customer service team.They can assist with verifying eligibility and sending the necessary forms to proceed.

  Thank you for allowing Duke Energy to investigate this matter.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Duke dug up the front of my property for something entirely unrelated to my home. They left a huge mess and have refused to come and fix it. I have called 7 times and finally spoke with a manager who told me to take a hike. This is egregious.

  Business Response

  Date: 06/10/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

  Customer Answer

  Date: 06/10/2025

   
  I am rejecting this response because:
  The response is disingenuous.  The initial call from them saying that they would not be assisting me was one of the rudest and worst customer service calls I have ever received.  They are claiming that they did not cause the damages (I watched Duke trucks, and Duke workmen destroy my property). 

  Business Response

  Date: 06/12/2025

  We have attempted to call the customer 3 different occasions at ************** with no response.  We are closing the complaint due to no response.

• Initial Complaint

  Date:06/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being billed $1980 for energy consumption. I have had a Duke Energy auditor tell me I am consuming twice the amount of energy than I normally should for the square footage of my house. Duke Energy will not send anyone to check my meter nor will they do anything to see what is drawing so much power. I was not made aware of this bill until the end of the year.

  Business Response

  Date: 06/10/2025

  We understand the customer's concerns about the high year-end balance and energy usage at the property. We are unable to determine the specific sources of electricity usage within the home; we have scheduled a meter test to ensure the equipment is functioning properly. Once that check is complete, a member of our team will follow up with the customer directly to review the results.

  The customer is enrolled in the Budget Billing Plan, and monthly payments are set at $159.00 to help manage seasonal fluctuations in energy use. However, actual usage is still recorded each month, and any difference between usage and payment is settled at the end of the billing cycle. 

  A detailed copy of the customer's usage history has been sent for their review. Additionally, to help manage the outstanding balance the customer was placed on a ******** Installment Payment Plan (IPP), which will spread the balance evenly across future bills over the next 12 months.

  Thank you for allowing Duke Energy the opportunity to research this matter.

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/31/2025. Power outage approximately 1:25 pm. 5 hours later power is still out. **** said it would be restored by 6pm. It gas not been. This has become a weekly occurrence. I am constantly having to replace all items in refrigerator and freezer. Duke foes not reimburse you for this. I am retured on a fixed limited income and cannot afford to keep doing this please help. **** no longer clear cuts nir do they do maintenance on theur equipment which would solve the problem

  Business Response

  Date: 06/03/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed activity on my Ring camera today at my home. The power tech trespassed and accessed my property by jumping the fence at my home. This was unwelcomed. When I asked the employee why he was in my back yard without permission he said it was due to a power outage. I never received any notification about a power outage. The technician never identified himself and was rude to me saying if your dont want me to fix your power issue then I wont. I want to file a formal complaint against this employee. The employee was rude and went and told my neighbor and the neighbor sent me a harassing email. Thank you. Please contact me

  Business Response

  Date: 06/03/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

  Customer Answer

  Date: 06/03/2025

   
  I am rejecting this response because:
  When I spoke **** I asked that he follow up regarding my area lamppost outage. I have not received an update about this. This is related to this to my complaint. . Further, I contacted the ceo and asked that corporate contact me. 

  Business Response

  Date: 06/06/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is with Duke Power. I used to own a house at ****************************************************************************. I rented this house out & had a revert back to owner when the house was between renters so the power would never be turned off. The last time I had service in my name was in 2020. I sold the house in 2022. I did not remove the revert back to owner at the time of the house being sold because it was over looked. Apparently the house was sold again in Jan 2025. The bill was transferred back into my name. I did not receive anything indicating this was switched back into my name & only found out when my wife got a text alert saying the power was going to be turned off if the bill wasn't paid at the house at *********************. Now I'm being told theirs nothing I can do about this *********** my responsibility to pay this $443.75 bill that is not my bill. I've called & talk to 3 different people & went as high as I can with supervisors & being told theirs nothing I can do about it I have to pay this bill. They did close the account for that house & added this bill to my current address & now are threatening me with turning the power off at my current address when that bill has nothing to do with my current address.

  Business Response

  Date: 05/29/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

  Customer Answer

  Date: 06/01/2025

   
  I am rejecting this response because: Duke Power's only solution is for me to either pay the $443.75 bill or go to this house & knock on someone's door to whom I do not know. And see if they would agree to pay this bill. I told the Duke Power representative that not only is this ridiculous with all the fraud you hear about now days it's dangerous to go knocking on someone's door to whom you do not know & try explaining to them here's a bill for the power from Feb 2025 to May 2025 that I was wrongfully billed for.  The attached is the deed where I sold the property in August 2022. The property has since been sold in February of this year which is where is has all stimulated from.

  Thank you 

  ******* ********

  
  

  Business Response

  Date: 06/02/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

  Customer Answer

  Date: 06/02/2025

   
  I am rejecting this response because: Duke Power refuses to do anything about this even know I have provided them with proof I no longer own this house. The bill was for Feb 2025 - May 2025. House was sold in Aug 2022. 
  
  

  Business Response

  Date: 06/03/2025

  We contacted the customer and addressed their concerns.  We explained our process and apologized for any inconvenience. We are closing the complaint.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfair billing deceptive services. This started with me using a service called Budget Billing which was to help me with my monthly electric bill. There was an end of year settlement for $1400. I told **** ***** that I was having trouble making my monthly bill what makes you think am going to have $1400? I called *** about the LEAP program which ***** the Deputy Tax Collector referred me to. I told ***** that I was having trouble paying my property taxes because of this Duke Energy bill. LEAP made 3 $300 payments on my behalf, Duke Energy said they only received 1 $300 payment. I have heating and ac repair with Duke Energy, My AC needed a repair, so they sent out a hvac tech from *** ********* Plumbing and Heating and AC repair. ** said my unit was not covered because it was too old. They wanted $311 for 2lbs of Freon.which I did not have They said the coil was bad too which was the exact 2 exclusions in the Duke Energy warranty. After the hot weather was gone, about a week and a half went by someone named **** left a message on my phone saying I had over $7000 worth of Heating Cooling repair so I called about 5 days later to get my AC fixed and was told my repair plan had been suspended and I was up for disconnection... I currently owe over $23000 which is not correct. I also feel my electronic meter has been tampered with by a neighbor...I feel like am being harrassed by Duke Energy reps. *** weather is coming.

  Business Response

  Date: 06/05/2025

  We have attempted to contact the customer 3 different occasions at ********** with no response.  We are closing the complaint due to no response.

• Initial Complaint

  Date:05/28/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am **** ******** and my address is *************************************. My number is ***********. I am a *******************. Customer and I bought an electric car. I have been for two weeks trying to get in touch With Duke for the charge rebate program. I sent an email to the address they had listed two weeks ago and no response. I today and I talked to a lady named ****** and she was interested in selling me a charger on lease for 36 months where you Duke energy for a lease. I am not interested in that and thats not what the information says because the information even says that I can pick myown Electrician and send in the bills and get a rebate our partial rebate. And so I told her thats completely off-line of what I am looking for and she gave me another number ************ which they never answered in the end that just hung up so the first number, I will send you the information that it says attached.

  Business Response

  Date: 06/02/2025

  Spoke with the customer, and confirmed they received the correct phone number from a representative and was able to speak with a technician. I apologized for the earlier confusion surrounding the contact information. The customer stated a technician will be in contact next week to confirm the installation date. The customer was satisfied and requested we follow up to confirm the installation is underway. I advised I will follow up.

  Thank you for allowing Duke Energy the opportunity to research this matter.

  Customer Answer

  Date: 06/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.   However i was assured they will follow up to see the instalment is satisfactory
  

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have my utilities through Duke Energy. They showed a light bill for April in March, when I went to pay the bill in April it showed no balance. I called them and they stated I over paid thats why there was no balance and my bill for May was 197.**. Well when I went to pay my bill for May it was 389.**. They stated that it was an error on their part and that I still needed to pay it. I asked where was the notification of the error, they stated they dont send notifications on these types of things. I said where is the clause on the bill. She said they do not do that for the section Im in.

  Business Response

  Date: 06/09/2025

  The consumer submitted this issue to *********************************** (****). On 5/28/25, the resolution was provided to ****.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been told that **** would connect my power today 5/20. After many calls I have nothing to show for my time. No one has called or shown up. Duke SUCKS!!!

  Business Response

  Date: 05/23/2025

  We have contacted the customer and addressed her concerns, and the customer is now satisfied.  Please let me know if you have additional questions.